Customer Success - Operations Specialist
Customer Success - Operations Specialist
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Job Description
We are united in our mission to make a positive impact on healthcare. Join Us!
- South Florida Business Journal Best Places to Work 2024
- Inc. 5000 FastestGrowing Private Companies in America 2024
- 2024 Black Book Awards ranked #1 EHR in 11 Specialties
- 2024 Spring Digital Health Awards Webbased Digital Health category for EMA Health Records (Gold)
- 2024 Stevie American Business Award (Silver) New Product and Service: Health Technology Solution (Klara)
Who we are:
We Are Modernizing Medicine WAMM! Were a team of bright passionate and positive problemsolvers on a mission to place doctors and patients at the center of care through an intelligent specialtyspecific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling we have grown to over 3400 combined direct and contingent team members serving eleven specialties and we are just getting started! ModMed is based in Boca Raton FL with office locations in Santiago Chile Berlin Germany Hyderabad India and a robust remote workforce with team members across the US.
The purpose of this role is to support all CS team members in operational activities from Quote To Cash in Salesforce document management Ad Hoc Taskforces and ModMed GPT maintenance for CS. This role will be a part of ensuring system data accuracy and consistency across platforms by performing ad hoc audits and data cleanup. In additionwill help maintain documentation for tools processes and best practices. This role is vital for operationalizing customer success strategies and ensuring the team has the tools insights and processes needed to drive customer satisfaction and retention. A majority of this role work will be spent in Salesforce.
PRIMARY DUTIES/RESPONSIBILITIES:
- Replacement Order Forms Downgrading a solution or product and upselling the replacement
- Commit to Growth Rebuilding quotes to accommodate future licenses. Helping CSMs process amendments to add on providers throughout the length of the Commit to Growth
- Fee Waivers for EMA to EMA Conversions help build and support these waivers when clients acquire child practices and need to convert them to EMA
- Amending contracts for approved discounts this helps CSMs get their contracts out quickly so we can recognize revenue faster
- Moving licenses from the parent account to the child account in CPQ recontracting Creating new accounts and new contracts
- Moving Licenses from the Child account to the Parent account in CPQ recontracting Creating new accounts and new contracts
- Amending contracts to correct billing errors Not billing enough providers or billing incorrect start or end dates and the contract needs to be fixed in CPQ in order to flow over to NetSuite
- Clean up in CPQ Fixing contract errors from CS members EX. Incorrect ModMed Pay terminals were contracted. We helped the CSM correct this in the system and recontract the new terminals and fixing typical Errors we see come through the CPQ Support Alias CPQ Error Messages
- DMS Maintenance keep all SOP/QRG in the document management system up to date by working with key stakeholders around CS.
- ModMed GPT (Chunking & maintenance) similar to the above Follow process to make sure all SOPs that have been updated are chunked and added to modmed GPT
- Ad Hoc Task Forces examples include client reach out through Salesforce Salesforce clean up
Related Experience / Qualifications required :
- Bachelors degree or equivalent Healthcare relevant certifications or degrees)
- Require 3 years Enterprise B2B software company roles in support operationsprofessional services or customer success.
- Prefer experience with Healthcare Tech Salesforce Quote to Cash systems
- Excellent English communication and written skills Mandatory
ModMed Benefits Highlight: At ModMed we believe its important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
India
- Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
- Insurance Coverage: Comprehensive health accidental and life insurance plans including coverage for family members all at no cost to employees
- Allowances: Annual wellness allowance to support your wellbeing and productivity
- Earned casual and sick leaves to maintain a healthy worklife balance
- Bereavement leave for difficult times and extended medical leave options
- Paid parental leaves including maternity paternity adoption surrogacy and abortion leave
- Celebration leave to make your special day even more memorable and companypaid holidays to recharge and unwind.
United States
- Comprehensive medical dental and vision benefits including a company Health Savings Account contribution
- 401(k): ModMed provides a matching contribution each payday of 50 of your contribution deferred on up to 6 of your compensation. After one year of employment with ModMed 100 of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs
- Company paid Life and Disability benefits Flexible Spending Account and Employee Assistance Programs
- Companysponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
- Professional development opportunities including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and inperson collaboration opportunities; dogfriendly HQ (US) Hybrid officebased roles and remote availability for some roles
- Weekly catered breakfast and lunch treadmill workstations Zen and wellness rooms within our BRIC headquarters.
PHISHING SCAM WARNING:ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email text and social media. The imposters are creating misleading email accounts conducting remote interviews and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process and valid communications from our hiring team will come from our employees with a ModMed email address . Please check senders email addresses carefully. Additionally ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above please report them to the FTC website.
Required Experience:
Unclear Seniority
Employment Type
Full Time
